Using Our Services Frequently Asked Questions

You can pay your bill by following BPAY® instructions using Internet Banking, Mobile Banking, and Phone Banking for both your personal and business banking needs. 

A BPAY® Biller is the company or party that you’re paying.  

Suncorp Bank ATMs are specially outfitted with EMV technology that authenticates credit and debit card transactions.

You can speak to a staff member at your nearest Suncorp Bank store . Alternatively, you can call us on 13 11 55  and we’ll arrange another card for you.

No. All rediATMs are fee-free for Suncorp customers.

Not yet. More and more cash and deposit ATMs are being installed across a range of metropolitan, regional and remote locations.

You can find your nearest Smart ATM, offering cash and cheque deposits, via the locator tool  on our website or by using our mobile app. You’ll also be able to find standard ATMs and Suncorp stores.

Yes. If you deposit cash in to an ATM, it will immediately be visible in your account.

No. You will have to deposit cash and cheques in separate transactions using ATMs.

No. Smart ATMs won’t accept coins. Some stores have a coin deposit machine which will accept all Australian coins.

Yes. You can withdraw cash from a Smart ATM using a EFTPOS card, debit card, credit card, or travel money card. 

No. ATMs will only let you deposit cash and cheques to your primary Suncorp Bank account.

No. You don’t require an envelope to deposit cash or cheques at a Smart ATM.  

Yes. You can deposit up to 90 notes in one transaction that comprises any combination of $5, $10, $20, $50 or $100 notes. 

Yes. You can deposit up to 30 cheques in one transaction.

Yes. Before finalising the transaction, you’ll be required to confirm the deposit amount. Simply cancel the transaction if you don’t agree with the amount. 

If the Smart ATM doesn’t recognise the amount on the cheque, you can edit the cheque amount before confirming the transaction. 

Yes, you can. The receipt will specify the value of cash and/or cheques you have deposited.

If the ATM can’t recognise the cash or cheque, you can contact us or visit your nearest Suncorp store.

You can use a mobile phone to do your Internet Banking through the Suncorp Bank App or a web browser. See what types of transactions you can do with Mobile Phone Banking.

It’s as safe as using a personal computer, but always remember to keep your device software up to date and follow basic security measures, like installing security software for mobile phones to protect your phone and Internet Banking credentials.

We only support mobile phones that use SSL encryption to keep your information secure.

You can send secure messages, in the form of enquires and requests at any time, to our Suncorp team via Internet Banking . Secure messages are protected, so no one else can read your messages.  

We recommended the following browsers, which should be updated to the latest versions: Internet Explorer, Microsoft Edge, Google Chrome, Mozilla Firefox and Safari. 

We recommend regularly updating your browser to the most recent version to ensure the best experience and latest security when visiting Suncorp online.

To find how much interest you earned, simply select ‘My Interest’ from the menu to view your interest details for the previous and current financial year. 

A ‘balance alert’ notifies you via email when your balance goes over, or falls below, a certain amount. To set up a balance alert, simply log in to Internet Banking, and click the icon next to the account you wish to set up an alert on.

If you have an eligible account, you can easily switch from paper statements to eStatements at any time through Internet Banking or the Suncorp App.

Please note, if your account is in joint names or has more than one party attached to it, all parties will have to switch over to eStatements to ensure paper statements are no longer posted.

You can access any eStatements issued since 1 July 2013 in Internet Banking or the Suncorp App. Simply log in to Internet Banking and select ‘eStatements’ from the left hand menu to see a list of available statements.

You can also do this in the Suncorp App by selecting the account then tapping ‘eStatements’. You’ll need to add your account to the Suncorp App if you haven’t done so already.

You’ll still be able to view your eStatements for closed accounts in your Internet Banking, if you chose to receive eStatements when the account was open.  

eStatements are available two days after the last day of the month and can be viewed in Internet Banking or the Suncorp App. We’ll let you know once a new eStatement is available by sending a notification to your nominated email address.

eStatements are available for all of Suncorp’s personal banking products (except Kids Savings Accounts and accounts with passbook access), as well as eligible business banking products, term deposit accounts, and loans.

You’ll only see eStatements that you have rights or access to. If you think you should have access to eStatements, simply give us a call on 13 11 55.

It’s easy to open a new account if you’re an existing customer. Simply log in to Internet Banking and select “Open new account/loan”. If you don’t have Internet Banking and you’re an existing customer, you can contact us  or visit your local store to apply.

There are two reasons why your accounts may not be listed on the account balances page:

1. The account isn’t linked to Internet Banking. To add another account in the app, click on ‘Add Account’ at the top of the balances screen, and add any accounts that are missing.
2. The account is not included in your default profile. The Mobile Banking Apps don’t support different profiles. To add another account, simply choose the ‘Add Account’ option at the bottom of the Balances screen.

If your linked account is not showing, please contact us and we’ll resolve the issue.

To view the latest Suncorp Banking interest rates, please visit our Interest Rate page.

A designated name in Internet Banking is a nickname that you can give your account to easily recognise it – for example, you might call your account “Holiday” or “Bills”. All you need to do is go to ‘Manage My Accounts’ and click on the ‘change’ link next to the account name.

A recurring transfer is a periodical payment that you set up yourself via Internet Banking. The standing instructions given to Suncorp allow for periodical payments to be made from your account.

A regular payment is a recurring transfer from your credit card, debit card or bank account for an ongoing service provided. A regular payment could be a Direct Debit from your account, or a recurring payment from your credit or debit card.

When a transaction is pending on a Visa Card, we’re unable to prevent that transaction from being deducted from your account. However, if a transaction is finalized through your account, you can dispute it by completing a Visa dispute form. 

To pay regular bills you can make automated, regular payments or withdrawals from your account, debit card, or credit card.

To set up a regular payment (direct debit or recurring payment), you must give authority to your service provider (not Suncorp Bank) to regularly debit your account as agreed with you.

You can set up recurring transfers by:

• Logging on to Internet Banking and visiting the ‘Transfer Money’ area, then
• Setting up a transfer in the ‘Timing’ section and choosing the ‘Recurring payment’ option

Future-dated or recurring transfers are ‘initiated’ on the day you selected, but the funds may not be available until the following day. The funds may take up to 48 hours to reach another financial institution.

If the transfer is unsuccessful, you will receive an email notification. You can log on to Internet Banking and read your secure message to determine which transaction was unsuccessful. 

We’ll try, but it depends on your circumstances. If your transaction or money transfer date was set to ‘immediate’, please contact us right away and we’ll attempt to reverse the payment for you.

Unfortunately, we’re unable to reverse a BPAY® transaction in Internet or Mobile banking. Please don’t try and repeat the same process with a new transaction, this will register as two separate transactions. You may have to contact the Biller to notify them.

Recurring Payment instructions using a Suncorp Bank Visa debit card or Suncorp Clear Options Credit Card is processed through the Visa card payment system, whereas a Direct Debit is set up on your Suncorp Bank account, and authorised by Suncorp.

Contact your service provider if your card number changes or contact Suncorp if you wish to change the account your regular payment is paid out of.

It’s important to keep enough funds in your account to cover automated instructions so your account maintains a positive balance.

To cancel a direct debit linked to your transaction or savings account you can contact us. To cancel a recurring payment linked to your Suncorp Clear Options Credit Card or Suncorp Bank Visa Debit card you must contact the service provider the recurring payment was established with.

You can change the frequency of your recurring payments at any time. Simply log in to Internet Banking and select ‘Transfer Money’, and then click the ‘Edit’ button next to the relevant transfer.

To change the frequency of your home loan repayments from funds stored in a Suncorp Bank account, log in to Internet Banking and select ‘Edit’ in the ‘Transfers’ tab.

Mobile Phone Banking allows you to:

• View account balances on your registered accounts
• See the last 180 transactions from your accounts
• Transfer money to your accounts and other bank accounts which can be set up as immediate, future dated or recurring
• Pay BPAY bills and view bill summaries
• Approve business payments, if you’re a business payments credit user

To arrange a direct debt from your Bank Account, simply give these payment details to the organisation involved with the payment:

• the name of your financial institution: Suncorp Bank
• your name as it appears on your account
• your account number
• our BSB no. 484-799

If there’s an account where 2 people must sign, the other nominated party must approve the transaction. They’ll receive an email and secure message prompting them to review the transaction.

If there are multiple parties that can approve transactions, they’ll have to log in to Internet Banking and approve the transaction.

Once approved, the transaction will process based on your instructions.

A future dated transaction is any transaction that you select in Internet Banking to occur in the future, rather than immediately. You can find more information on how to set up future dated transactions .

You can get a quick 30-day transaction history by clicking your account name. For a more detailed search, go to ‘Transaction History’ and select ‘Advanced search’, where you can choose search options and find a particular transaction.  

It’s a simple way to send money to an account within Australia. It’s sometimes called a ‘pay anyone transfer’. If your transaction is successful, you’ll get a screen receipt.

It’s a number that’s given to you when you register with Internet Banking. It’s different from your account number and everyone gets a Customer ID. You’ll enter it every time you log in to Internet Banking.

If you don’t have one, you’ll need to register for Internet Banking.

If you’ve forgotten your Customer ID, simply head to the Internet Banking log in page and click on the link that says ‘Forgot your Customer ID?’. From there, you’ll be asked to provide some details to verify your identity (such as your name and date of birth).

After you’ve filled in your details, follow the prompts to get a verification code sent to your registered mobile number. Once your details are all verified, your Customer ID will be displayed on the screen.

After opening an account, you can register for Internet Banking. Head over to ‘Register for Internet Banking’ page to get started. 

You’ll need your TAC (Telephone Access Code), which you should have received when you opened your account. If you don’t have a TAC, contact us and we'll arrange one for you.

To add an account to Internet Banking, go to ‘Manage My Accounts’, enter in the account or card number, and click ‘Add’. 

To cancel your Internet Banking registration, you’ll need to contact us so we can delete your Internet Banking Customer ID.

You can easily download the Suncorp Bank mobile app from the App store or Google Play store by searching for “Suncorp Bank.”

If you need to access functionality from your mobile device or tablet that’s available via Internet Banking and not the Suncorp Bank mobile app, navigate to suncorp.com.au and click on the “login” button. From there, your navigation experience will depend on what sort of device you’re using.

Apple iOS devices

When you first view the login page, you’ll automatically be viewing the mobile version. If you’d like to view the full version of the site, you’ll need to log out and then click on “Go to Full Site”. You’ll be redirected back to the login page. Once you’ve logged in, you’ll be looking at the full version of the Internet Banking site.

Android devices

When you first view the login page, you’ll be viewing the full version of the site. If you want to view the mobile site, you’ll need to log out and select “Go to Mobile Site” from the logout confirmation page. You’ll then be redirected to the mobile version of the site. 

If there are technical issues with Internet Banking, we’ll always post a message on the Login page. You may also want to try another web browser if you’re having issues. If you’re still having Internet Banking login issues, you can contact us  at any time.

To protect your personal information, Internet Banking will automatically log you off if there has been no activity for 15 minutes. If you wish to continue, simply log back on.

To maintain a high level of safety for our customers, a Security Token Code is required to approve certain banking transactions and changing your daily transfer limit. You can quickly generate a Security Token Code via the Suncorp Secured App in just a few clicks. The app is free and is available for iOS & Android.

If you don’t have a compatible smart phone or aren’t able to use Suncorp Secured App please give us a call on 13 11 55 to order a hard token. Please note that this can take a few weeks to be delivered and does cost $20.

Yes, you can access Mobile Banking provided your mobile phone has access to the internet. If on international roaming, make sure you contact your mobile phone carrier for details of any additional fees or charges that may apply.

As a rule of thumb, if you can access the web on your phone, chances are you’ll be able to use Mobile Banking by visiting the Suncorp Bank homepage.

To see what mobile apps we have, head over to the Suncorp Mobile App page.

You only need a Security Token Code to use the Suncorp Bank Mobile App for certain transactions such as changing your daily transfer limit. If a Security Token Code is required you’ll be prompted to generate one. This can be done using the free Suncorp Secured App. 

Yes. We currently have a native Suncorp Mobile Banking App  for iOS and Android systems which can be downloaded from the relevant app store. Windows phone users can access our Mobile Banking website.

If you’re registered for Internet Banking, you can access Mobile Banking via our mobile site or our mobile app.

For Mobile Banking, simply head over to our Mobile Banking site. You can save the site as a favourite on your iPhone, Android or Windows device.

For our Suncorp Mobile Banking app, you can access Mobile Banking if you have an iPhone, iPad or Android device which is available on the Apple App Store and the Google Play Store.

You can download the Suncorp Mobile Banking App via the official App Stores for phone and tablet devices. If you’re an iPhone/iPad user (iOS), visit the App store and type ‘Suncorp Bank’.

Alternatively, if you’re an Android user, simply go to the Google Play store and type ‘Suncorp Bank’.

For Mobile Banking, simply head over to our Mobile Banking Site.

To report any Suncorp Mobile Banking issues, you can contact us for urgent requests or send us feedback.

To send money to another bank, tap ‘Transfers and Payments’ within the app slide out menu, then ‘Send Money’.

When processing certain transactions you will be required to enter a Security Token Code. A Security Token can be obtained via Internet Banking.

As a guide, if you log in and do a range of functions, the data the app uses is minimal. Approximately 100kb is used, which is the same as opening an average size email.

We apply a range of security measures to keep your personal information safe. We use security options like real time fraud monitoring, secure encryption, and 2-factor authentication. If you’d like extra security on your device, a security token will provide an additional layer of protection.

Learn more about how we protect your money online.

There aren’t any Suncorp Bank fees for accessing Mobile Banking. However, you may be charged for accessing the web, so it’s best to check with your mobile phone service provider.

To reset your passcode via the app:

• Go to the app home screen and tap ‘Forgot your password’
• Enter your customer ID, name and date of birth
• Press ‘send verification code to this number’ to continue with Mobile Banking.

Alternatively, you can login to Internet Banking to reset your password.

It means that your device operating system may be out of date. If you’re using the iPhone app, you may need to update your device’s operating system which is typically found in ‘Settings’ > ‘About device’.

You can easily reverse the transaction by transferring funds back into the correct account. If you’re unsure where the funds were transferred to, or you might have accidently transferred funds to accounts other than your own, you can contact us for help.

If you lose your phone, don’t panic. Our Suncorp Mobile Banking App is stored with encryption and can’t be accessed, even if you optionally store your Customer ID on Mobile Banking.

Still worried? Simply contact us and we’ll deactivate Internet and Mobile Banking for you.

QuickShare is a great feature that lets you share your account details with contacts in your phone.

To access QuickShare on the Suncorp Bank Mobile Banking app, you can simply tap ‘Share Details’ and complete a virtual ‘I owe you’ message. Send it to a contact in your phone as a SMS to ask them to pay you back.

Learn more by visiting to our QuickShare webpage .

These details should be next to the BPAY symbol on the bill you’re paying. If you can’t find these details, it’s best to contact the biller or visit the BPAY website for more information.

We send you an email notification for security measures, whenever you pay a bill via BPAY® to a new biller or contact. If making a payment solution and you haven’t recently made a BPAY payment or Send Money transfer, and you’ve received an email, please contact us immediately.

A current balance incorporates all transactions that have been processed to your account. This may include funds which have been deposited to the account but not yet cleared (eg. a cheque deposit) and therefore are not available for withdrawal.

Likewise, it may include funds recently debited from the account (such as Visa card authorisations) that are yet to be processed to the account.

Your available balance is the money available for withdrawal from your account. 

Visit an authorised app store for iOS and Android updates. Keeping your device’s operating system and the Suncorp Bank Mobile Banking app up to date ensures that you can access all the app’s features. 

No, but if you’re eligible you can access Suncorp Benefits, along with many new features, in the new Suncorp App - the place to help you get your money, home, car and life sorted.

You can download the new Suncorp App. The new Suncorp App is the place to help you get your money, home, car and life sorted.

You can set your card PIN via Internet Banking and the Suncorp Mobile Banking App.

If you do not wish to set your PIN online, you can choose to have a PIN mailed to you. To request a new PIN simply visit a Suncorp Store or call us on 13 11 55. Once you receive this PIN you will be able to change the PIN at any Suncorp ATM or any free standing rediATM.

You can reset your PIN via Internet Banking and the Suncorp Mobile Banking App.

For security reasons a mobile phone number is required to receive a temporary password to allow you to reset your PIN. If a mobile phone number is not registered or has recently changed, you will need to call us on 13 11 55 to update your contact number.

Supplying a valid email address is a required when registering for Internet Banking. We will send you notifications via email each time your PIN is updated for security purposes. If you suspect from someone unauthorised has changed your PIN call us on 13 11 55.

If you have locked your Visa Debit Card using the lock function in Suncorp Mobile Banking App you will need to unlock your card before you can reset your PIN.

If you are unable to set or reset your PIN via Internet Banking or Suncorp Mobile Banking App contact your nearest Suncorp Store or call us on 13 11 55.

Your verification code is only valid for 5 minutes. If you attempt to enter the code after this period, the system will display a message indicating that the verification code has expired.

If this occurs, you will need to generate a new verification code once the system allows you to do so. Once you have generated another verification code, you can update your PIN.

You can update your PIN for both Visa Debit and EFTPOS cards.

To reset your credit card PIN, navigate to Credit Card Services via the Manage Accounts link in Internet Banking.

The updated card PIN functionality is not currently available on the Suncorp App but will be in the future.

Your TAC is a 4 to 6-digit PIN that’ll you need to use for telephone banking.

To obtain or reset your TAC, please contact us on 13 11 55

If you currently have ‘read-only’ access to an account (e.g. If you have Power of Attorney on a relative’s bank account), you can get information-only access to telephone banking.  You’ll automatically have this access when you register for Telephone Banking.

You can only access an account if it’s registered in your name, or if you have read-only access.

If you believe an account should be accessible to you via telephone banking but isn’t, please contact us for more information.  

To access telephone banking, please call 13 11 25 and enter your account number and Telephone Access Code (TAC). You’ll be able to check your account balances, transfer funds, pay bills and more. 

Yes. If the merchant allows a cash out option, and you have transaction accounts linked in your card, you can get cash out by pressing either the ‘cheque’ or ‘savings’ button.

However, you’re not able to get cash out with your Visa Debit card by pressing ‘credit’ through a merchant terminal.

Yes, you can. If your card has a chip, you can get cash out by pressing ‘credit’, ‘savings’ or ‘cheque’ at ATMs throughout Australia.

Yes, you can. The card’s chip and magnetic stripe allow you to swipe or insert your card, wherever Visa or EFTPOS is accepted (using a PIN). 

You can use your card anywhere in the world you see the Visa symbol, including ATMs and EFTPOS terminals. However, you’ll probably be charged a foreign currency fee. For more information on foreign fees and charges, read the Personal Deposits Accounts PID.

In order to make a purchase, your card has to be within 4cm of the payWave reader and held there for half a second. On top of this, the merchant has to enter an amount into the EFTPOS machine. This means your card won’t be able to pick up purchases if you’re walking near a reader.

You won’t need to enter your PIN for any purchase under $100 (or, $200 until September 30 2020) with payWave Australia-wide. However, for purchases over $100, you’ll need to enter your PIN. If you use an ATM or swipe or insert your card at an EFTPOS terminal, you’ll still need to enter your PIN.

Yes. You can check your card expiry date on the front of your card. 

Whether or not you’re charged a fee when you use your Visa Debit card depends on the type of transaction. Transactions for which you may be charged a fee include:

• Using an ATM that’s not a Suncorp Bank, Commonwealth, ANZ, NAB, Westpac or rediATM,
• Using your card overseas. You can use your card anywhere in the world where you see a Visa logo, however you’ll most likely be charged a foreign currency fee.
• Cash advances. You may be charged if you select ‘Credit’ when you withdraw cash from an ATM.

For more information on fees and charges, read our Personal Deposit Accounts PID.

No, you won’t need to specify an account. Simply tap the contactless terminal for payWave purchases under $100. 

You must notify us immediately if your Visa debit or credit card is lost or stolen, please contact us on 1800 775 020. If you’re outside of Australia, you can call +61 7 3362 1712 or Visa International +1 303 967 1090 or visit Visa Global Customer Assistance Services website for a list of country-specific numbers.

If you have the Suncorp Bank mobile app or Suncorp app, you can immediately place a temporary lock on your Visa Debit card. Find out how to place a temporary lock on your Visa Debit card here.

Once you’ve found your Visa Debit card, remember to check for any unauthorised transactions. If there are no unauthorised transactions, you can then unlock your card.

If you suspect an unauthorised Transaction has been made on your Visa Debit card, you must contact us immediately on: 1800 775 020 or +61 7 3362 1712 if you are overseas. If you fail to notify us promptly when you become aware that your card is stolen, lost or misused or you suspect it is stolen, lost or misused then subject to the terms and conditions, you will be liable for any unauthorised Transactions processed to your account.

If you notice unauthorised transactions on your Suncorp Clear Options Credit cards please contact 1300 221 576 or if overseas +61 2 8225 0926.

Heading overseas? Make sure that you let us know your travel plans. Please contact us or visit your local Suncorp Bank store. We’ll also give you contact numbers of Visa International for the countries you are travelling to.

Your Visa Debit card has a small antenna embedded in it, so when you wave it in front of the Visa payWave reader, it securely transmits payment instructions to the EFTPOS terminal to make your purchase. 

It can take up to 7 business days to receive your new card. You may be able to arrange to pick up your Visa Debit card from your local Suncorp store.

Before you order one or if your card is due to expire, please make sure your contact details are up to date with us. You can easily update your details through Internet Banking.

If you haven’t received your card within this timeframe, please get in touch.

Everyday Options Account holders over the age of 16 can get a Visa Debit card. Kids between the ages of 11-15 can get a Suncorp EFTPOS card, which can be used to at ATMs, to make contactless purchases with the card, and with Apple Pay using your Apple iPhone or Apple Watch.

For more information, head to our Everyday Options Account page.

No. Visa payWave terminals only make one transaction per card at a time. All terminals are tested and certified to ensure the card is only read once. 

It’s just as secure as any other Visa chip card and carries multiple layers of security protection. Also, you won’t let go of your card during the entire transaction, which reduces the risk of fraud.

If you enter an incorrect PIN three times, your card will automatically be ‘blocked’ from further use. This means you won’t be able to use your card to make any puchases, even if you enter the correct PIN.

To unblock your card, please call us on 13 11 55, or +61 7 3362 1712 if you’re overseas.

Your card PIN (Personal identification number) is a fraud and security measure for over-the-counter purchases, ATM and Suncorp Bank branch usage.

You can reset your PIN via Suncorp Bank ATMs. You can also reset your PIN via Internet Banking and Mobile Banking.

The Visa small ticket transactions service, available at selected merchants, is a system that allows merchants to quickly process transactions without the need for a PIN when making a transaction of $35 or less. You won’t need cardholders to enter a new PIN. 

Visa payWave is a ‘tap and go’ payment method for purchases under $100 (or, $200 until September 30 2020), where you don’t have to insert or swipe your card or enter a PIN.

For purchases over $100, you can still tap, but you’ll need to enter your PIN. Each Visa payWave card has a chip on the front, which securely transmits payments to the EFTPOS terminal when you make a purchase.

While you can’t get cash out using payWave, your card can be used at an ATM or swiped at an EFTPOS machine like normal.

You can register for some great offers and rewards by being a Visa Debit card holder. Register for services like Visa Entertainment and take advantage of their program partners.

To sign up for rewards, visit Visa Entertainment .  

Visa payWave lets you make low value purchases quickly. If you’d like to get a receipt for the transaction, just ask the merchant before you pay. 

You won’t be able to make transactions, including recurring payments that are set up on your Visa Debit. However, any direct debits set up from your account number will be processed.  

If you’ve misplaced your Visa Debit card, you can put a temporary lock on it. This means that no transactions can be made from the card, including recurring payments that you’ve set up. Direct debits set up from your account number, however, will still be processed. You can also still use the account linked to your card via Internet Banking.

You can lock your card via the Suncorp App using the following steps:

1. Open up the app, go to the ‘Money’ tab and tap ‘Manage’.
2. Tap ‘Manage cards’ and select the Visa debit card you’d like to lock.
3. Select ‘Temporarily lock my card’.
4. To unlock your card, simply follow the same steps. You can only lock a card in your own name. For example, if your card is linked to a joint account, you won’t be able to manage the other party’s card.

You can also call us on 13 11 55.

This is because certain businesses are eligible to register with Visa’s small ticket transaction service, which allows for transactions under $35. 

No. You’ll be automatically covered by active Suncorp Visa Debit cards, including Business Visa Debit cards. 

No. There aren’t any fees for using Visa Secure.  

No, you shouldn’t. Visa will assess a range of factors to determine whether a transaction requires further authentication.

This is proof that Visa Secure is working to make your online experience as safe and secure as possible.

You’ll need to contact us and we’ll suspend your Visa Secure service to allow you to complete your transaction.

No problem. If you’re unable to enter the one-time Passcode which is supplied via SMS into the webpage, you’ll be prompted to enter additional information to help us confirm your identity.

If you’re unable to enter the one-time Passcode, please contact us  immediately to complete your transaction.

You can still make online purchases at merchants that don’t offer Visa Secure. Your purchase will be processed as a regular online transaction, but without the added security of Visa Secure.

Visa Secure provides additional security assurances when using your Visa Debit card to make online purchases. 

You can shop online with Visa Secure protection at any online merchant that supports Visa Secure. You can identify these sites by looking for the logo at the top of the page.

It’s a more secure method for checking that it’s you making the purchase.

With Samsung Pay, you can use your compatible device to securely pay using your Clear Options credit card in stores and within apps.

Simply tap your phone at a contactless EFTPOS machine for purchases under $100. You’ll need your Suncorp Clear Options credit card PIN for purchases over $100.

For EFTPOS machines without contactless technology (where you currently have to insert your card), tap over the screen, choose ‘credit card’ account and enter your PIN.

It’s a simple, secure and convenient way to pay that doesn’t require searching through your wallet or purse. 

All Suncorp Clear Options Credit cards can be used with Samsung Pay. Suncorp Visa Debit and EFTPOS cards are not currently accepted. 

No. Suncorp Visa Debit and Suncorp EFTPOS cards aren’t currently compatible with Samsung Pay.

You can use Samsung Pay on the following devices:

• Galaxy Note5 phone
• Samsung Gear S2 and S3
• Galaxy S6, Galaxy S6 edge (Note, these two devices only support Samsung Pay transactions made on contactless terminals)
• Galaxy S6 edge+
• Galaxy S7, Galaxy S7 edge
• Galaxy S8, Galaxy S8 edge

First, you’ll need to update your Samsung device to Marshmallow 6.0 software. This ensure you will automatically have the Samsung Pay app loaded to your phone.

Second, check that your mobile phone number is registered with your Suncorp account. Simply contact us  if you aren’t sure.

Third, ensure that you have a Samsung account – sign up for free during the Samsung Pay set up process.

Follow these simple steps:

• Sign in to Samsung Pay with your Samsung account.
• Set up your Samsung Pay PIN or fingerprint – this will be used for all your Samsung Pay transactions.
• If you choose to use your fingerprint and have not already registered a fingerprint on your device, you will be asked to register your fingerprint.
• Samsung Pay will ask you to verify your fingerprint. You will then be asked to create a Samsung Pay PIN.

Your Samsung Pay is now set up and you can add your Suncorp Clear Options credit cards.

Go to the Samsung Pay app:  

1. Select 'Add Card'.
2. Put your card on a flat surface. Your device will take a photo of your card in the frame on screen to read the card number. Alternatively, you can enter in your card number manually.
3. Follow the instructions on screen to enter in your details.
4. Read, understand and accept The Suncorp Terms & Conditions
5. Select SMS or Call Issuer option to verify your identity. If you select SMS, Suncorp will send you an Online Activation Code (OAC) via SMS that you will need to enter to continue. You will be asked to use your finger to sign your signature on the screen.

After this, you’ll be ready to use your card with Samsung Pay.

It’s likely that your account is:

• closed
• no longer in good standing (payments are past their due dates)
• reported as lost or stolen
• already set up for Samsung Pay on the maximum of 4 devices.

To see why, simply contact us  for further information.

You can use it anywhere you currently swipe or tap your card to pay. However, it won’t work with card readers where you can only insert your card. 

No, you don’t. Your phone uses near field communication (NFC) to communicate with the EFTPOS machine. However, you will need an active internet connect to set up Samsung Pay and register your card. 

No. It won’t work at ATMs. You’ll need your physical card to complete transactions.

1. Swipe up from the home button or open the Samsung Pay app
2. Select the card you want to pay with by swiping left or right.
3. Verify your fingerprint (or alternatively enter your Samsung Pay PIN) and touch your phone to either the card reader or contactless reader.

Yes. If your card works overseas, you’ll be able to make purchases with Samsung Pay. 

No, online and in-app purchases aren’t supported by Samsung Pay.

The same daily spending limits that apply to your card transactions will apply to Samsung Pay.

Yes. You can add up to 10 payment cards to Samsung Pay. You’ll need to use a Suncorp Clear Options credit card when using Samsung Pay.

No. Samsung Pay functionality is only available on your credit account linked to your Suncorp Clear Options Credit Card.

Yes, it’s secure. There are several features which keep your card secure, including:

• Your physical card number is not stored on your phone
• You’re protected against any unauthorised transactions
• You’ll create a unique PIN or register your fingerprint
• You can enable Samsung’s Find My Mobile feature to locate, lock and even wipe the device.

Your actual card is never stored on your device when using Samsung Pay. Instead, it’s replaced by a unique digital card number each time you add a new card to your device. 

You can use Samsung’s Find My Mobile feature to locate, lock or even wipe your device remotely.

Also, you can contact us  to delete your cards from Samsung Pay app. You can continue to use your physical card to make transactions.

If you lose your card (or it’s stolen) let us know right away on 13 11 55 and we can block it from being used. You can also cancel your card by logging on to Internet Banking.

You’ll have to install the Samsung Pay App and register your cards again. Remember to delete the cards from your old device.

Yes. Eligible Suncorp Clear Options credit cards added to Samsung Pay will continue to get all the security, benefits and rewards that you receive today with your physical card. 

Yes. You’ll receive rewards points for all eligible transactions as per the Suncorp Rewards.

Yes, all the insurance benefits that come with your Suncorp Clear Options credit card are still available when you make transactions with Samsung Pay.

To remove your card, you can select the card and click ‘more’ in the upper right-hand corner of the screen.

Then ‘delete’ the payment card to remove it from Samsung Pay, once you authenticate it either with your fingerprint or PIN.

If you’ve upgraded your credit card, you can continue to use Samsung Pay with your old card until your new card is activated. You won't need to register again. Once your new card is activated, the Digital Card Number will be updated automatically when you make your next transaction using Samsung Pay.

Your expired credit card will still be visible on the Samsung Pay app, but any transactions that you make might be declined. You won't need to register your new card on Samsung Pay because once your new card is activated, the Digital Card Number will be updated automatically when you make your next transaction using Samsung Pay.

Yes. If you return an item paid with Samsung Pay, depending on the store’s return policy, you may be required to tap or wave your phone on the payment terminal to complete the transaction.

You will be able to return merchandise that you purchased using Samsung Pay based on the stores return policy. If you return an item paid with Samsung Pay, the store may require you to tap, wave or swipe your phone on the payment terminal to complete the transaction.

Yes. You can see the latest 10 transactions in your digital wallet for each card. To view more transactions, simply scroll down to view the transaction history.  

It means your card is suspended. Contact us  for more information.

If you need to suspend or reactivate your credit card on Samsung Pay, contact us  and we’ll help.

1. Press and hold the Back key to launch Samsung Pay.
2. Rotate the bezel to select the ‘Add card’ option.
3. Follow the prompts that will appear on your paired mobile device to complete the set up of Samsung Pay.

1. Press and hold the Back key to launch Samsung Pay.
2. Select ‘More options’.
3. If you added multiple cards to your Samsung Gear device, rotate the bezel to the card you want to delete.
4. Select ‘Delete’.
5. Select the ‘tick’ to confirm deletion.

To remove your card, you can select the card and click ‘more’ in the upper right-hand corner of the screen.

Then ‘delete’ the payment card to remove it from Samsung Pay, once you authenticate it either with your fingerprint or PIN.

Google Pay is a free app that allows you to use your compatible Android smart device to simply and securely pay in-store or via merchant’s apps.

You’ll need an eligible card on your NFC-enabled Android device.

You can pay at any merchant where contactless payments are accepted. Simply look for the contactless symbol or Google Pay mark.

You can make in-app payments at participating merchants.

Google Pay is available on both personal and business Suncorp Visa Debit cards. It’s not currently supported on our Clear Options credit card.

Your device must be NFC capable and running Android operating system Kit Kat 4.4 or higher. Check your settings on your device or visit Google Pay .

Your Visa Debit card is allocated a Virtual Account Number (VAN). This is used instead of your physical card number when you make a purchase using Google Pay.

It also gives you the added security of knowing that your payment information is not shared with the merchant.  

It’s free to download the app, but data usage charges may apply. There aren’t any payment fees for Google Pay, however account transaction fees may apply depending on your account type.

Check out more on the Google Pay website.

Simply check your device for the Google Pay app or download the app on the Google Play store.

To set up Google Pay via the Suncorp App:

1. Download & sign up to the Suncorp App.
2. Add your Banking products into the app (if they’re not there already).
3. Visit the ‘Banking’ tab.
4. Click ‘Manage’ (on the right-hand side of your accounts list), then click on ‘Manage Cards’ under the ‘Accounts’ header.
5. Select the relevant Suncorp Bank Visa Debit card. Once the Visa Debit card page displays, select ‘Add to Google Pay’ on your Visa Debit card.
6. Follow and complete the screens to finalise setup.
7. Once complete you’ll be returned to the ‘Google Pay’ page in the Suncorp App, with the nominated card displaying ‘Card added in Google Pay’.

To set up Google Pay via the Google Pay app:

1. Open Google Pay and tap the plus sign in the bottom right corner.
2. Capture your card information by taking a photo of your card or entering your card information manually.

If you’ve got a white/green ‘vertical’ design Suncorp Visa Debit cards, you may need to enter your card details manually to verify the card.

As many cards as you want, but you must be the owner of all cards loaded into the app.

Yes. You can add your card to multiple eligible devices. But it’ll require you to complete the registration process for each device.

Simply tap your device on the contactless terminal for purchases under $100.

For purchases over $100, you may need to unlock your device and, depending on the terminal, you may need to enter your pin.

Yes, you can. Simply select Google Pay at checkout. You can check the list of participating merchants in Australia on the Google Pay  webpage.

No, not at this stage. Your plastic card will be required to withdraw cash. 

It’ll be the first card you add. But you can choose your default card. Visit the Managing your card in Google Pay section of the FAQs for instructions on how to change your default card.

It’ll work in countries where Visa contactless payments are accepted. We recommend that you take your physical card as a backup, as not all merchants allow contactless payments.

Yes. You can view the last 10 transactions made using your card registered for Google Pay.

Alternatively, you can log in to the Suncorp Mobile App or Internet Banking to view your full list of transactions.

It depends on the store. You may need your plastic card because not all terminals enable you to tap to return your purchase.

You may need to provide the last 4 digits of your Virtual Account Number which can be found on the card details screen in the Google Pay app.

It could be because of one of the below reasons:

• You haven’t completed the card verification process. Ensure that your Suncorp Visa Debit card is eligible and active with Google Pay.
• The payment amount is greater than $100. Not all merchants will accept transactions for larger amounts. The merchant may require you to insert or swipe your plastic card.
• You haven’t connected to a data network or Wi-Fi connection for a while.
• The payment terminal or card reader does not accept contactless payments.

If you need further clarification, please contact us for assistance.

Yes – only supported devices can run both Google Pay and Samsung Pay wallets. If your device is not supported, you’ll need to download the Google Pay app and add your Suncorp Visa Debit card to the wallet. Please note that Google Pay is not compatible with Samsung Galaxy wearable devices.

If you have more than one registered card in your Samsung Pay wallet, you’ll need to choose a default wallet. This will be used automatically by the device without manually selecting either the Google Pay or Samsung Pay app.

No. But you can only perform a limited number of Google Pay purchases without an internet connection. You’ll therefore need to access a data network or Wi-Fi connection while overseas.

The number of offline purchases available will re-set once you have reconnected your device to the internet. 

You can change your default card in two ways:

1. On your device in the Google Pay app
2. Via the Google accounts webpage.

For more information on selecting your default card, visit the Google Pay app or Google accounts webpage.

You can remove your card from your device in the Google Pay app or via the Google accounts webpage.

Visit the Google Pay app or Google accounts webpage for instructions on how to remove a card.  

No. Your replacement Suncorp Visa Debit card will automatically be updated with your Google Pay Virtual Account Number.

You can continue using Google Pay if you’re waiting to receive your new plastic card.

Contact us immediately and we’ll cancel your card and order you a replacement.

Once your new card arrives, you will be able to continue making purchases straight away. Your new card will automatically be updated itself in Google Pay, so there’s no need to register the card.

You can find, lock or erase Google Pay using Google’s Android Device Manger. Alternatively, you can contact us  and we can delete your Google Pay Virtual Account Number.

Remember that you can still to use your plastic card.

So, you’ve got a new device? You’ll need to add your card again to Google Pay by following the same registration process. Remember to remove your card from Google Pay if you no longer intend to use the app or you sell your device.

Our card design may have been updated since your card was issued. However, the image shown doesn’t affect the use of the card with Google Pay.

Your Google Pay transactions are protected through:

• Android device security settings, like a PIN or password.
• SSL technology which encrypts your payment information
• Privacy measures to ensure your plastic card details are not shown in the app or shared with the merchant
• Notifications about where your transaction occurred along with the merchant’s name and amount of payment or refund.

In addition, Suncorp monitors your transaction history 24/7, to identify any unusual activity. You can contact Google directly about your device’s security features.

No. All registered cards stored in Google Pay are assigned a Virtual Account Number. This number is used instead of your plastic card number, so your payment information is not shared with the merchant. 

Yes. Some personal information will be shared with Google for Google Pay to operate effectively and deliver to you the best possible experience.

For more information visit Google Pay Terms of Service .

Apple Pay lets you use your compatible iPhone, iPad, Apple Watch, or Mac to simply and securely pay with your eligible Suncorp debit card in stores, within apps and on the web with Safari.

Note: the Suncorp eftpos card is currently not available for Apple Pay payments within apps, on the web with Safari or for use overseas.

To make purchases, you’ll need add your eligible card on to your compatible Apple device. Once your card has been added and identity verified, you can make payments in stores by holding your device up to the contactless payment terminal.

Apple Pay can be used anywhere you can Tap and Pay.  Simply look for the contactless symbol.

You can also use Apple Pay in-app and on the web with Safari when you see the “Buy with Apple Pay” button or Apple Pay as a payment option.

Note: the Suncorp eftpos card is currently not available for Apple Pay payments within apps, on the web with Safari or for use overseas.

Apple Pay can be used with both personal and business Suncorp Debit cards. Head over to our ways to bank page to learn more.

You can add your Suncorp Debit card to: 

• iPhone SE, iPhone 6 or later (in store, within apps and web purchases)
• Apple Watch paired with iPhone 5 or later (in store and app purchases only)
• iPad Pro, iPad Air 2, iPad mini 3 or later (within apps and web purchases only)
• Mac models with Touch ID (web purchases in Safari) or a Mac model introduced in 2012 or later with an Apple Pay-enabled iPhone or Apple Watch.

Note: the Suncorp eftpos card is currently not available for Apple Pay on an iPad or Mac.To check if your device is compatible, please visit the Apple Pay support page.  

You’ll require the latest version of iOS, watchOS or macOS downloaded to your device.

All Suncorp Debit cards stored in Apple Pay are allocated a Device Account Number. This unique number ensures your payment information isn’t stored on your device or shared with the merchant when making a payment.

You can find your Device Account Number by opening the Wallet app, selecting your card and tapping the “” symbol in the top right corner.

There is no cost to use Apple Pay.

Account transaction fees may apply depending on your account type. Data usage charges may apply depending on your mobile phone plan.

To find out more information on how to make secure payments and set up Apple Pay with your Suncorp Debit Card, please visit our Apple Pay webpage.

You can add your Suncorp Debit card to your iPhone, iPad, Apple Watch, or Mac. If you want to use Apple Pay with more than one device, you need to add your card to each device.

Yes. Depending on the type and model of your device, you can add between 8 and 12 cards to Apple Pay. You must be the owner of all cards added.

The first card added will be your default card, but this can be changed. Visit Managing your card in Apple Pay to find out more.

To set up Apple Pay via the Suncorp App:

1. Download, & sign up to, the Suncorp App.
2. Add your Banking products into the app (if they’re not there already).
3. Visit the ‘Banking’ tab.
4. Click ‘Manage’ (on the right-hand side of your accounts list), then click on ‘Manage Cards’ under the ‘Accounts’ header.
5. Select the relevant Suncorp Bank Visa Debit card. Once the Visa Debit card page displays, select ‘Add to Apple Wallet’ on your VISA Debit card.
6. Follow and complete the screens to finalise setup.
7. Once complete you’ll be returned to the ‘Apple Pay’ page in the Suncorp App, with the nominated card displaying ‘Card added in Apple Wallet’.

To set up Apple Pay on your device:

1. Open the Wallet app and tap + sign in the upper right hand corner.
2. Follow the prompts to add a new card.
3. Enter your card’s security code to add your debit card affiliated with your iTunes Account. Or, tap ‘Add a different card’ and use your iPhone camera to scan the card information.
4. Your card has now been added to Apple Wallet and you’re ready to Tap and Pay anywhere you see the contactless symbol.

For more on setting up your Apple Pay device, please visit our Apple Pay webpage.

Note: the Suncorp eftpos card is currently not able to be registered with Apple Pay via the Suncorp App.

When you add your Suncorp Visa debit card to Apple Pay, the card will default to the Visa network for payments with Apple Pay. To change the default payment network to eftpos, open the iPhone Wallet app, tap on your Suncorp Visa debit card and select ‘eftpos SAV’.

When you add your Suncorp eftpos card to Apple Pay, all transactions will be processed via the eftpos network. If your Suncorp eftpos card is linked to multiple accounts, transactions will be defaulted to your primary “savings” account.

Note: the Suncorp eftpos card is currently not available for Apple Pay payments within apps, on the web with Safari or for use overseas.

Face ID

1. Double-click the side button and glance at your screen
2. Hold your iPhone to the contactless terminal

Touch ID

1. Hold your iPhone near the contactless terminal
2. Place your finger on Touch ID

To make in-store purchases on your Apple Watch, double click the side button on your Apple Watch and hold the watch face near the contactless reader.

For more information, see the Apple Pay support page.

Yes, you can at participating merchants. Simply select the ‘Buy with Apple Pay’ button at checkout. For more information, please see the Apple Pay support page.

Yes, some merchants/retailers have enabled this functionality and you will be able to get cash out.  For Visa debit cardholders, you will need to ensure that the “eftpos SAV” payment network is selected for the cash out transaction to be processed successfully.

No. At this stage you can’t use Apple Pay to withdraw cash from ATMs or in a Suncorp Bank Store. You’ll need to use your plastic card to complete these transactions. 

You can choose which registered Suncorp card you’d like to use as a default. See the 'Managing your card in Apple Pay section' of the FAQs for instructions on how to change your default card.

No. You don’t need an internet connect to use Apple Pay in stores.

Apple Pay will work in all countries where contactless payments are accepted. We recommend you take your plastic card as a backup, as not all merchants in all countries may support contactless payments.

Note: the Suncorp eftpos card is currently not available for Apple Pay payments overseas.

Additionally, standard card fees and charges will apply when you use Apple Pay overseas.

You can view the last 10 Visa Debit transactions made using Apple Pay in your Wallet app. Alternatively, you can login to Suncorp Internet Banking or the Suncorp Bank App. Eftpos transactions made using Apple Pay currently can only be viewed via Suncorp Internet Banking or the Suncorp Bank App.

Yes. If you need to return a purchase, you may be asked to provide the last four digits of your Device Account Number.

Find this by going into ‘Settings’, then ‘Wallet & Apple Pay’ and then select the card used to make the purchase. Alternatively, you may need to use your plastic card.

You can view your cards in the Wallet app, or via Settings > Wallet & Apple Pay.

You can change your default card on your iPhone or iPad in your Wallet app. To change your default card on your Apple Watch, open the Watch app on your iPhone and go to the ‘My Watch’ tab.

You can remove your card from Apple Pay by opening the “Settings” app.  Select “Wallet & Apple Pay”, then select the card you wish to remove.  Scroll down and tap “Remove Card”.

You can also remove a card in the Wallet app by selecting the card and tapping the “” symbol on the top right of screen.  Scroll down and tap “Remove Card”.

If you disable Face ID, Touch ID or device passcode or sign out of iCloud, all of your debit and credit cards will be removed from the device.

No. Your replacement Suncorp Debit card will automatically be updated with Apple Pay. You can continue to use Apple Pay to make purchases while you wait for your new plastic card.  

When your new card arrives, you do not need to add it to the Wallet app.

Contact us immediately if your card is lost or stolen – we’ll cancel your card and order you a replacement.

Once your new card has been issued, you can once again use Apple Pay to make purchases while you wait for your new plastic card.

If your device is lost or stolen, sign in to icloud.com/find on a Mac or PC, or use the Find My iPhone app on another iPhone or iPad. You can use the Find My iPhone app to help you find or remotely lock the device and disable the use of Apple Pay.  Alternatively, you can log into iCloud.com and remove all cards from Apple Pay remotely.

If neither of these options are available, call Suncorp Bank on 1800 290 869 and we can remove your registered card from Apple Pay. 

See more on the Apple Pay support page.

If you replace or update your device, you’ll need to re-add your card(s) to the device. Go to the 'Getting Started' section of the FAQs.

Remember to remove your cards if you’re no longer using or selling your device.

Our card design may have been updated since your card was issued. However, the image shown doesn’t affect the use of the card with Apple Pay.

No. Any card added to your Watch app is treated independently to the card(s) on your other devices.

Yes. The cards on your Apple Watch will be removed if your watch is unpaired from your iPhone.

Apple Pay uses security features built-in to the hardware and software of your device to help protect your transactions. In addition, to use Apple Pay, you must have a passcode set on your device and, optionally, Face ID or Touch ID.

In addition, Suncorp monitors your transaction history 24/7, to identify any unusual activity. For further information on Apple Pay security, visit the Apple support page.

No. Your physical card number will not be shown to the merchant when making transactions.